NOTE: Candidate must speak both English and Spanish
Duration: 01 Year
Job Description:
L1 Service Desk Analyst (5–6 Years Experience)
Role Overview
Act as the first point of contact for all IT-related incidents, service requests, and user inquiries
Deliver high-quality, customer-focused support across enterprise IT environments
Ensure first-call resolution wherever possible and effective escalation when required
Key Responsibilities
Provide Level 1 technical support via phone, email, chat, and self-service portal
Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool
Troubleshoot issues related to:
Windows and macOS end-user devices
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Active Directory (password resets, account unlocks, group access)
VPN, network connectivity, Wi‑Fi, and printer issues
Perform initial diagnosis and resolution using knowledge articles and SOPs
Escalate unresolved incidents to L2/L3 teams with accurate documentation
Follow ITIL-based incident, request, and problem management processes
Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT)
Provide user communication and status updates throughout the ticket lifecycle
Participate in shift handovers and knowledge sharing sessions
Identify recurring issues and suggest improvements or automation opportunities
Support new user onboarding/offboarding tasks as per SOPs
Assist in major incident calls by handling communications and ticket updates
Technical Skills & Experience
5–6 years of experience in an Enterprise IT Service Desk / End User Support role
Strong hands‑on experience with:
Windows 10/11 and macOS
Microsoft 365 & Teams administration basics
Active Directory and Azure AD fundamentals
Basic networking concepts (DNS, DHCP, TCP/IP, VPN)
Experience with ITSM tools such as ServiceNow, Freshservice, ManageEngine, or similar
Familiarity with remote support tools and endpoint management solutions
Exposure to VDI, MFA, and endpoint security tools is a plus
Process & Compliance
Good understanding of ITIL v3 / ITIL 4 processes
Adherence to security, compliance, and access control policies
Experience working in SLA-driven, 24×7 or shift-based environments
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Duration: 01 Year
Job Description:
L1 Service Desk Analyst (5–6 Years Experience)
Role Overview
Act as the first point of contact for all IT-related incidents, service requests, and user inquiries
Deliver high-quality, customer-focused support across enterprise IT environments
Ensure first-call resolution wherever possible and effective escalation when required
Key Responsibilities
Provide Level 1 technical support via phone, email, chat, and self-service portal
Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool
Troubleshoot issues related to:
Windows and macOS end-user devices
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Active Directory (password resets, account unlocks, group access)
VPN, network connectivity, Wi‑Fi, and printer issues
Perform initial diagnosis and resolution using knowledge articles and SOPs
Escalate unresolved incidents to L2/L3 teams with accurate documentation
Follow ITIL-based incident, request, and problem management processes
Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT)
Provide user communication and status updates throughout the ticket lifecycle
Participate in shift handovers and knowledge sharing sessions
Identify recurring issues and suggest improvements or automation opportunities
Support new user onboarding/offboarding tasks as per SOPs
Assist in major incident calls by handling communications and ticket updates
Technical Skills & Experience
5–6 years of experience in an Enterprise IT Service Desk / End User Support role
Strong hands‑on experience with:
Windows 10/11 and macOS
Microsoft 365 & Teams administration basics
Active Directory and Azure AD fundamentals
Basic networking concepts (DNS, DHCP, TCP/IP, VPN)
Experience with ITSM tools such as ServiceNow, Freshservice, ManageEngine, or similar
Familiarity with remote support tools and endpoint management solutions
Exposure to VDI, MFA, and endpoint security tools is a plus
Process & Compliance
Good understanding of ITIL v3 / ITIL 4 processes
Adherence to security, compliance, and access control policies
Experience working in SLA-driven, 24×7 or shift-based environments
#J-18808-Ljbffr